Associate Director, Customer Support (Operations Center)

Gemini•Tempe, AZ

19d•Onsite

About The Position

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact. Gemini’s Customer Support Team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The Gemini Credit Card and Exchange teams are expanding their presence with a regional office to better align customer support divisions. Collectively, these teams efficiently handle all inbound phone-based service requests and communications for the Gemini Credit Card and email-based requests for Gemini Exchange. As a Manager of the regional team, your role will be a combination of “getting your hands dirty” and management responsibilities within an inbound contact center. You will be expected to lead the workforce management function, collaborate with the Operations team with forecasting and building team rapport. This role is required to be in person five days a week at our Tempe, AZ office.

Requirements

High School Diploma, GED, or equivalent required
Minimum 12 years of experience in a contact center or financial services environment
Minimum of 5 years of contact center workforce management experience
Proficiency in Google applications (Sheets, Docs, Slides)
Experience with key metrics reporting
Strong communication skills and a dependable team-player attitude
Ability to adapt quickly to new information and changing environments
Passion for delivering excellent client service with integrity and a proactive approach

Nice To Haves

15+ years of experience in the banking or financial industry
10+ years of client service experience
Associate Degree or higher

Responsibilities

Workforce management including: time cards, scheduling, and headcount management
Recommend appropriate solutions based to scale the team responsibilities
Lead local shift managers and coordinate with global team leaders
Identify and improve operational inefficiencies
Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies
Manage multiple tasks and navigate various systems during client interactions
Coach and develop team members through targeted training, feedback, and performance reviews
Design and manage schedules to ensure seamless coverage and service continuity
Foster a positive, accountable, and growth-oriented team culture
Develop and empower supervisors and team members to achieve performance targets through coaching, training, and recognition
Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction
Translate strategic direction and goals from the director into actionable plans for the Operations team